Customer Service Supervisor/Call Center

Call Center Customer Service Supervisor

Danbury, CT

Company Overview

Interstate Waste Services, Inc. is one of the largest and fastest growing private solid waste and recycling companies in the country. We service customers in Southern New York State and throughout New Jersey, and in New York City through our subsidiary Action Environmental Services.

Job Description

Full Time MONDAY THRU FRIDAY and some Saturdays from 8:30AM to 5:00PM. Starting salary is $60K per year.

As a Customer Service Supervisor, you will play a crucial role in leading and supporting our customer service team. Your primary responsibility is to oversee the day-to-day operations of the customer service department, ensuring that inquiries, issues, and requests from customers are handled promptly and effectively. You will provide guidance, coaching, and mentorship to team members, fostering a positive and collaborative work environment focused on delivering exceptional service.

Responsibilities

· Supervise and coordinate customer service team activities, including assigning tasks, monitoring performance, and providing ongoing feedback and coaching.

· Serve as a resource and escalation point for complex customer inquiries, issues, and complaints, ensuring timely resolution and customer satisfaction.

· Monitor incoming calls, emails, and other communication channels, ensuring that response times and service levels meet or exceed company standards.

· Conduct regular performance evaluations and training sessions for team members, identifying opportunities for skill development and improvement.

· Collaborate with other departments, including operations, sales, and billing, to address customer needs and enhance service delivery processes.

· Maintain comprehensive knowledge of company products, services, and policies, providing guidance and support to team members as needed.

· Develop and implement customer service policies, procedures, and best practices to improve efficiency, consistency, and quality of service.

· Generate reports and analyze data related to customer service metrics, trends, and performance indicators, identifying areas for improvement and implementing corrective actions as needed.

· Foster a positive and inclusive work environment, promoting teamwork, accountability, and continuous improvement among team members.

· Stay informed about industry trends, regulatory changes, and customer feedback, providing insights and recommendations to senior management for strategic decision-making.

Skills/Experience Requirements

· Bachelor's degree in Business Administration or related field preferred.

· Proven experience in a customer service or call center supervisory role, preferably in the waste management or related industry.

· Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders.

· Strong leadership and team-building abilities, with a track record of motivating and developing high-performing teams.

· In-depth knowledge of IWS/Action Environmental systems and processes.

· Proficiency in computer systems and software applications, including Microsoft Office Suite and CRM systems.

· Ability to multitask, prioritize tasks, and make sound decisions in a fast-paced, dynamic work environment.

· Detail-oriented with strong organizational skills and the ability to manage time and resources effectively.

Career opportunities

We believe in providing the training and development you need to grow your career with Interstate Waste Services. Many of our supervisors, managers, and other leadership staff started their careers as helpers, drivers, or dispatchers. IWS is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Salary and Benefits

Interstate Waste Services is committed to providing a world class workplace to all employees. Each eligible employee receives a competitive total compensation package including competitive pay, 401k benefits with company match, medical, dental, vision, life insurance and more, in addition to paid time off and holidays.

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Call center management: 2 years (Required)

Ability to Commute:

• Danbury, CT 06810 (Required)

Ability to Relocate:

• Danbury, CT 06810: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000